PCTG Consumer Complaint Report Record ID#: 1567612996

Date of Report Submission: 9/4/2019
Submitters IP Address:

Complaint Comments:
Department of Insurance : On May 6, 2019 our customer had the misfortune of damaging his brand new Lexus GX 460. He stopped by our facility for us to inspect his damages and we prepared an analysis of the cost to repair. Our customer signed our Contract to Repair and Repair Authorization and scheduled his vehicle. While discussing his repairs our customer asked about a rental car and then decided he would call his insurance company Travelers Insurance to start a claim which would cover his cost to repair and rental expense. It is important to state our customer did sign our contract to repair with every intention to have Crawford’s perform the repairs to his Lexus. The next day our customer was contacted by an appraiser working for Travelers Ins. Co. Ms. Lauren Cieselski Pa License #725040 who asked to inspect the damages on behalf of Travelers. Our customer advised he would have his vehicle dropped off at Crawford’s so she could perform her inspection. Ms. Cieselski then advised our customer that she may have difficulties with the repairs at Crawford’s and he may want to reconsider his shop selection and have the vehicle repaired at Brandywine Coach where Travelers has an working relationship. Our customer advised that Crawford’s is his selected repair facility and she should make arrangements to inspect the vehicle at that location. DOI – Please be advised this is a blatant act of steering our customer to Brandywine Coach who is a contracted DRP facility with Travelers Insurance. This is a violation of Pa Motor Vehicle Physical Damage Appraisers Act. By her actions appraiser Ciesielski is making every attempt to sway our customer’s opinion of his shop of choice and interfering with a binding contract between our customer and our business. Compliance to the Appraisers Act states steering is illegal in Pa and appraisers who violate the law must be investigated and their market conduct be investigated for compliance. Please investigate the behavior of the Travelers appraisers and prosecute her to the letter of the law. Please feel free to contact our customer whose telephone number is attached to this complaint. Thank you, Stephen E Behrndt President Crawford’s Auto Center, Inc.

Itemized Complaints
Violation of Act 367 Title 63, Ch. 22B:Yes
Violation of Regulation PA Code Title 31, Ch. 62:Yes
Violation of Unfair Ins. Practices Act Title 40, Ch. 4 :Yes
Violation of Unfair Claims Settlement PA Code Title 31, Ch. 146, Subch. A:Yes
Illegal Steering/Directing:Yes
Arbitrary Capping & Underpayment:Yes
Non-itemized listing of all damages:Yes
Non-Independent Appraisal:Yes
Unprofessional Behavior:Yes
Inaccurate description of repairs :Yes

Consumers Information
Name:**removed for privacy**
Address:**removed for privacy**
Daytime Phone:**removed for privacy**Evening Phone:**removed for privacy**

Repair Facility Information
Repair Facility:Crawfords Auto Center Inc.
State Appraiser License:276003
Shop Representative:Steve Behrndt
Address:302 W Uwchlan Ave

Insurance Information
Insurance Company:Travelers Insurance Company
Claim Number:ICS6281001
Insurance Company Representative:LAUREN CIESIELSKIDate of loss:5/06/19
Appraiser License Number:725040
Insurance Company Phone:800-842-9897

Legislator Information
Consumer Legislative Representative:Otten, Danielle Friel (D) District 155Consumer Senator:Dinniman, Andrew E. (D) District 19
Repair Facility Legislative Representative:Williams, Dan K. (D) District 74Repair Facility Senator:Dinniman, Andrew E. (D) District 19

PCTG Consumer Complaint Report Record ID#: 1567612996

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